Orders and payments
I paid but did not get my voucher
If payment succeeded but the voucher could not be issued, checkout shows a recovery state with your order reference rather than a false success. Keep that reference and contact support. You have not been charged twice and the payment is not lost.
This is a deliberate state rather than an error page, and the distinction matters.
Why you are not told it worked
Payment succeeding and a voucher being issued are two steps. If the second does not finish, telling you it worked would be a lie you discover at a counter. The recovery state is the honest version.
The order reference is the key
It is what lets support find the payment and finish the job.
Common questions
Should I just buy it again?
No. Contact support with the order reference first. Buying again risks a second charge for something already paid for.
Why does it not just retry automatically?
Showing you a definite state with a reference is safer than a silent retry that might double up. A person resolves it.
Related terms
Still stuck?
Send us the details and we will pick it up. The form opens with "Orders and payments" already selected.